ES Benefit Specialist 2: Insurance Services (In-Training)

Description

The Employment Security Department (ESD) has ten (10) openings for customer-focused, detail-oriented professionals to serve as an ES Benefits Specialist 2 on our Customer Care Team.

The ideal candidates are patient, empathetic, and solutions driven. They communicate clearly, navigate complex rules with confidence, and thrive in a fast-paced environment where accuracy and service matter. They need the ability to build trust with customers, collaborate effectively with teammates, and approach each interaction with professionalism and respect. The ideal candidates are committed to equity, able to manage high-volume workloads, and skilled at translating technical requirements into clear, helpful guidance.

Duties

As an ES Benefits Specialist 2, you will be a key member of the Operations Team and one of the primary voices of the Paid Family and Medical Leave (PFML) program. You will help Washington workers and employers understand their rights and responsibilities, process benefit claims, and ensure customers receive timely, accurate information. Your work directly supports ESD’s mission to provide economic stability and peace of mind during life’s most challenging moments.

In this role, you will adjudicate Paid Family Medical Leave benefit claims, review documentation for eligibility, and guide customers through program requirements. You will respond to a high volume of inquiries from claimants, employers, healthcare providers, and representatives—providing clear explanations, resolving issues, and escalating concerns when appropriate. You will ensure compliance with RCW, WAC, and agency policies while delivering exceptional service to diverse customers, including those with limited English proficiency.

Some of what you will do: 

• Process and adjudicate routine and complex Paid Family Medical Leave claims in accordance with RCW, WAC, and agency policies

• Provide high-quality customer service through phone, email, and secure messaging, managing large volumes of inbound and outbound communication

• Identify customer needs, research issues, and deliver accurate, timely solutions

• Review wage information, identity verification materials, and medical certifications to determine benefit eligibility

• Conduct fact-finding and request additional documentation when needed to make legally sound determinations

• Ensure customers with limited English proficiency receive translated correspondence and due process through certified interpreters

• Resolve monetary and non-monetary redeterminations and process weekly claims, including corrections or adjustments

• Report potential underpayments, overpayments, and suspected fraud in accordance with compliance requirements

• Assist employers with Paid Family Medical Leave premium reporting, registration, and program questions

• Respond to inquiries from claimants, employers, healthcare providers, and other stakeholders regarding program requirements and case-specific issues

To request a detailed position description for the goal class (ESBS2) and in-training plan, click here.

Qualifications

Required:  

Option 1: Four (4) years of equivalent experience.

Option 2: One (1) year as an ES Benefits Technician.

Option 3: One (1) year of experience equivalent to the ES Benefits Technician with another state that administers insurance benefits programs.

• Two (2) years of the required experience below.

Required Equity Competencies: 

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others. 

Required experience includes:

• Claims Processing and Adjudication: Skill in processing and adjudicating claims.
• Documentation and Verification: Ability to document and verify benefit requests.
• Fact-Finding and Advising: Ability to gather facts and advise on rights and responsibilities.
• Legal Compliance and Decision Making: Ability to make decisions based on laws and policies.
• Program Knowledge and Communication: Ability to explain program requirements and services.
• Problem Resolution and Communication: Skill in resolving issues and communicating outcomes.
• Adaptability, Versatility and Task Management: Ability to perform various tasks as needed including those of lower-level positions.

Salary Range for ES Benefit Specialist 1: $54,504 - $73,284 Annually 

Additional Requirement of Employment:

• Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.

Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy. 

Please submit your Cover Letter and Resume with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete. 

Supplemental Information

Why work with us?

Our agency's mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship.  We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self. 

Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program.  Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Katie Swanson, 360-742-8208 or the Talent Acquisition Team, or Washington Relay Service 711 prior to the recruitment closing. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.

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